About this role
THE POSITION
To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
KEY ROLES & RESPONSIBILITIES
Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departureEnsure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and serviceMeet and greet VIP guests personallyLiaise closely with Concierge and Butler for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.Prepare compendiums prior guest arrival and check-into system if necessaryMaintain close contact with Airport Concierge for new arrivals and departuresUpdate and maintain repeat guest history systemPromote Inter-Hotel sales and in-house facilitiesSend prepared welcome cards and amenities to room prior to guest arrivalAttend to special requests by guestsHandle guest complaints and refer them as necessary, follow up on corrective actionReview arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requestsPrepare requisitions for amenities on a timely basisPerforms related duties and special projects assigned **Required Qualifications:**
Associate degree or diploma in Hotel Management, Hospitality, or equivalent professional qualificationMinimum 2 years of professional experience in Guest Relations, Front Desk Operations, or Customer Service roles within a hospitality environmentFluent English language proficiency (written and verbal). Excellent interpersonal and communication skills with the ability to engage diverse guests and colleaguesStrong organizational and time management abilities with meticulous attention to detailDemonstrated ability to manage stress effectively and remain resilient in fast-paced environmentsProven team collaboration skills and a genuine commitment to supporting colleaguesProfessional presentation standards and impeccable personal grooming habitsProficiency with hotel property management systems and basic computer applications**Preferred Qualifications:**
Experience with Opera property management system or similar hospitality softwareCertification in hospitality customer service or guest relationsExperience in a luxury or upscale hotel environmentDemonstrated initiative in creating personalized guest experiences and identifying service opportunitiesStrong conflict resolution and problem-solving capabilitiesCultural awareness and sensitivity in a multicultural workplace setting experience is an asset
Prior experience working with Opera or a related system
Fluency in English
Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.